Field Service Technician - Northern Texas

Job Overview

• The Field Technician will provide a high level of customer service in field installation of DCU equipment, DCU Upgrades, and troubleshooting complex issues. 
• The Field Technician will resolve issues supporting Aclara’s HeadEnd Controller (AclaraONE), Data Collectors (DCU) & client meter endpoints (MTUs). 
• The Field Technician is responsible for meeting all contractual service level agreements for the work they are assigned.
• The Field Technician will provide timely support and resolution to our customers’ support requests.
• The Field Technician will work directly and communicate with the customer in person to adhere to project schedule, 
• hear their concerns and build a strong relationship.

 

A Day In The Life

Essential Functions:
•    Install, troubleshoot and perform maintenance on Data Collection Units (DCU) 
•    Ability to climb vertical ladders, some in excess of 150ft.
•    Ability to work outside in all-weather elements.
•    Troubleshoot customer backhaul connections (Ethernet, Cell, Fiber Optics). The technician will, at times, work directly with wireless carrier or Aclara Technical Support to resolve communication or backhaul issues.
•    Troubleshoot / verify equipment installations in the field. This will include working closely with the customer and visiting commercial and residential properties.
•    Work closely with Technical Support, Engineering, Account & Project Management and Customer Contacts.
•    Generate Field/DCU procedures for troubleshooting and equipment diagnosis.
•    Ensure compliance with Service Level Agreements through timely response and resolution.
•    Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system. This includes creating and uploading field reports upon the completion of job assignment.
•    Follow all safety guidelines and complete specified safety and product training including Department of Transportation (DOT) Certification, Confined Space Entry, Fall Protection, DOT Vehicle Safety Checks, etc.

Additional Responsibilities:
•    Produce reports for installation and maintenance issues.
•    Utilize software applications to record and upload data from the field pertaining to installation, repair, inspection of equipment.
•    Coordinate and communicate design deficiencies, customer concerns and quality problems to supervisor and relevant departments.
•    Maintain a high level of expertise through continued training.
•    Work with Aclara Field Services Manager and Project Management to create an efficient project work plan.
•    Utilize specialized proprietary software and hardware as provided to accomplish tasks.

What will help you thrive in this role?

Required:
•    Minimum of a High school diploma or equivalent.
•    3 or more years related experience and/or training in field technician role, technical support; or equivalent combination of education and experience.
•    Demonstrated technical and mechanical aptitude.
•    Ability to manage and organize personal and professional schedule.
•    Ability to meet deadlines and thrive in a constantly changing work environment.
•    Ability to operate and maintain current smartphone free of mechanical defects. 
•    Ability to handle multiple tasks and work independently while following field procedures.
•    Intermediate knowledge of Microsoft Office Software Suite.
•    Solid command of the English language and its proper use.
•    Advanced written and verbal communication skills.
•    Outgoing, personable, and enjoy working directly with customers and coworkers.
•    Self-motivated and able to work effectively alone as well as part of a team.
•    Ability to communicate detailed technical information to an audience with various levels of technical understanding.
•    Valid driver’s license that is not under or pending suspension and must meet the required qualifications within the Company’s drivers’ policy, in addition to the below:
o    Maximum of 1 moving violation in the last three years in combination with one at fault accident.
o    Maximum of 2 moving violations in the last 3 years with no at fault accidents.
o    Maximum of 2 at fault accidents in the last 3 years with no moving violations.

Preferred:
•    2-year technical or Associates degree.
•    Experience working with electric, water, or gas utilities.
•    Basic electric or electronic training.
•    Experience in wireless or RF industry.
•    2 or more years of customer interfacing experience.
•    Prior field work experience.

Physical Demand:
•    Ability to lift 75 pounds consistently.
•    Ability to travel overnight up to 90% via air or grou